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Intercom is a customer communication platform combining in-app messaging, email, and a help desk. Connecting Intercom lets Hyperline attach customer conversations to the matching Hyperline customers, so the customer monitoring agent can weigh unresolved issues and support pressure alongside contract, invoice, payment, and usage data.
Intercom is part of Customer intelligence, a paid add-on. The Intercom card only appears in Settings > Integrations when Customer intelligence is enabled for your account. Contact the Hyperline team through the in-app chat to enable it.

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Prerequisites

  • A valid Intercom account.
  • An Intercom access token, created from your Intercom developer settings.
  • Admin rights on your Hyperline account.

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Connect Intercom

1

In Intercom, create an access token

2

In Hyperline, navigate to the Settings > Integrations page

3

Search for Intercom and click Connect

4

Paste your Intercom access token and confirm

Hyperline validates the token immediately and rejects it if it is invalid or revoked.
5

That's it!

The integration appears as connected and Hyperline starts matching Intercom conversations to Hyperline customers.
The connection is read-only. Hyperline never sends, replies to, or modifies anything in Intercom.

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What Hyperline fetches

For every matched conversation, Hyperline stores:
Internal notes are synced alongside customer-facing replies and stored as notes. Anything written on a conversation in Intercom can therefore be used as context by the monitoring agent.

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Which conversations are matched

Hyperline resolves conversations in two steps. First it finds the Intercom contacts belonging to the customer:
  1. If the customer is linked to an Intercom company, Hyperline lists that company’s contacts.
  2. Otherwise, Hyperline searches contacts whose email address is on the customer Domain.
It then retrieves the conversations belonging to those contacts. Public email domains, such as gmail.com, are skipped: a contact search on them would match unrelated conversations.
Keep customer Domain values up to date, and link the Intercom company on the customer page when you have one. The company link is the more precise of the two.

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Synchronization

Hyperline synchronizes Intercom once a day, and also refreshes a customer on demand when the customer monitoring agent analyzes it.

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Where Intercom data appears

  • Customer page: the Integrations section shows an Intercom row with the most recent thread. Open it to browse synced conversations with their statuses, labels, and messages.
  • Monitoring agent: enable Intercom from the agent’s Connectors tab. See Customer monitoring agent.
  • Analysis results: Intercom appears under Data sources when support context was used.

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Manage the integration

Open Settings > Integrations and select Intercom. Synchronization errors, such as a revoked token, are reported on this page. Use Disconnect to stop synchronizing new conversations. Revoke the access token in Intercom as well if you want to invalidate it entirely.